VE- Accounts Team Lead (Internal)

Blueprint•Bellevue, WA

12d•$26 - $28•Hybrid

About The Position

Blueprint is looking for an Accounts Team Lead to be part of the team. We are looking for a well-organized contact center leadership professional to significantly contribute to overall customer satisfaction by ensuring their team members are successfully coached and developed, so they can effectively respond to customer’s requests, issues, and concerns in a timely and professional manner. The Accounts Team Lead directly impacts the success of the engagement by managing team members to maximize the productivity and quality of service provided to the client and their customers. The Team Lead will be expected to manage and respond to tickets as well as manage a team.

Requirements

2+ years of customer support experience
Demonstrated leadership with the desire to manage others and maximize the performance of a team
Demonstrates a high level of service-excellence and consistently meets performance expectations
Knowledge of gaming industry trends, major events, and news.
Innovative thinker and excellent written, verbal and listening communication skills
Strong leadership and interpersonal skills with the ability to effectively communicate with different teams, levels of management, key business stakeholders and other functional departments
Strong organizational and time management skills with the ability to prioritize workloads across a team
Ability to motivate employees within a team environment and assess performance metrics to achieve high standards of performance
Ability to effectively lead by example, coach and mentor a team of diverse employees
Effective decision making and problem-solving skills
Strong customer service skills and attention to detail
Ability to work as part of a team and independently
Must work a hybrid schedule, two in-office days per week in alignment with the organization’s work-from-home policy.
Specific work shifts may be subject to change based on business needs.
Role may require work during weekends and holidays, including potential blackout dates when PTO is not approved.
Comfort with working in a traditional office environment, which involves working indoors without exposure to outside elements.
Ability to sit at a workstation for extended periods, engaging with content on a monitor.
Proficiency in using a mouse, laptop touchpad, and keyboard, with a minimum typing speed of 45 wpm.
Effective communication skills, both verbal and written, for interactions with co-workers, professionals, the public, customers, and clients.
Openness to receiving constructive feedback and maintaining courtesy in interactions.
Demonstrate the ability to make decisions using experience and knowledge, while also seeking assistance when needed and adhering to deadlines and engagement expectations.

Responsibilities

Manages the day-to-day operations and activities for the assigned team under general direction and guidance of the Operations Program Manager (OPM)
Monitors workflow changes and pivots and immediately communicate necessary information to the team
Monitors and manages team schedule, timecards and attendance adherence and logs nonproductive time daily
Review and process team feedback daily
Review, analyze, and improve team performance
Complete team audits and report findings to Operations Program Manager (OPM)
Manage performance and provide agents with coaching and development opportunities
Maintain a high level of excellence in both individual and team metric performance
Follow and enforce Blueprint policies, processes, and core values
Be a subject matter expert in your space
Other duties and projects as assigned.